Passenger satisfaction assessment on the flight performance of Balikpapan-Yogyakarta route flights (Case study: Sultan Aji Muhammad Sulaiman Sepinggan International Airport, Balikpapan)

Sultan Aji Muhammad Sulaiman International Airport, Sepinggan, Balikpapan or abbreviated to SAMS is the largest airport in East Kalimantan Province. it is necessary to conduct a deeper study of the airline services performance on passenger satisfaction. From this study, it is expected that the service performance information will be obtained including ticket information, service officers in the check-in room, service officers in the waiting room, services on the aircraft and others to provide input in service improvement. The research reported in this paper is investigating passenger satisfaction on flight routes from Balikpapan to Yogyakarta. The study was conducted by observation, interview and questionnaire distribution. The research plan is carried out from the beginning of January 2020 to June 2020 starting from preparation, investigation of passenger satisfaction, data analysis to research results. Respondents targets include Lion Air passengers, Garuda Indonesia passengers, Batik Air passengers, Sriwijaya Air Passengers and Citilink passengers.